Network Technician - TengoInternet

A growing 21-year-old company located near the Quarry Shopping Center and the San Antonio Zoo is seeking a Network Technician to work in a values-based team environment.

The Network Technician works on escalated support cases, assists junior technicians, and acts as emergency dispatch.

Compensation is $18.50 - $26.50 per hour based upon experience and certifications. The position also offers full benefits.

Job Mission

The Network Technician is primarily responsible to be the customer-facing technical resource for diagnosing, troubleshooting and repairing our client's hardware and software systems. Works escalated cases, network expansions and new network installation commissioning while maintaining a customer service oriented environment focused on problem prediction, detection, and resolution. Acts as an emergency dispatch technician to resolve network issues and restore customer goodwill. Perform as a leader, trainer, and mentor to team members.

Job Outcomes

Responsibilities:

• Provide Senior Level technical support on complex issues
• Perform on-site technical support and repairs as needed
• Perform installations and upgrades as needed
• Provide outstanding phone and email support for our customers
• Support other technicians to resolve case escalations to closure
• Dedication and ownership of open cases and keep commitments to customers
• Proactively provides customer & stakeholders updates on open tickets
• Provide input on improving operational processes
• Be prompt and available during scheduled hours to ensure support coverage
• Perform on-call coverage as scheduled
• Provide accurate reporting in cases and service work orders
• Acts as next in line supervisor when NOC Manager/NOC Supervisor are unavailable
• Will take ownership and drive high priority red-list cases to resolution
• Performs training and mentoring for junior technicians
• Identify root cause and analysis of trending issues
• Other duties as assigned

Job Competencies

Professional Attributes:

• Ability to learn quickly and absorb complex new technologies rapidly
• Have a positive attitude with customers and the organization
• Great phone etiquette and customer service skills
• Ability to multi-task with strong attention to detail
• Solid problem-solving skills and proven technical troubleshooting skills
• Must be able to lead a small team and work well as a team member
• High level of initiative and work well in a team environment
• Ability to manage time and resources including personnel and vendors
• Excellent written and oral communication skills
• Handles stressful situations and deadline pressures well
• Plans and carries out responsibilities with minimal direction
• Strong professional onsite presence
• Mechanically inclined/ with knowledge in construction
• Comfortable on ladders and at heights upward of 50 feet
• High regards of personal safety while performing work
• Ability to plan and carry out responsibilities with minimal direction or guidance

Education/Training

• Associate's Degree in Computer Science, Computer Information Systems or Equivalent Work Experience.
• Two or more of the following certifications: CWNA (Certified Wireless Network Administrator), CWTS (Certified Wireless Technology Specialist), CCNA Wireless, CCNA, CompTIA Network , Linux certified
• 3 - year Network Operation or Call Center experience
• 1 years RF(radio frequency) install, maintenance, troubleshooting
• 1 years troubleshooting wireless networks

Other Requirements:

• Have a valid driver's license
• Passport or ability to get a passport
• Pass drug test and a background check

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